World Class Service Quality

Achieving a culture driven by excellence in service and quality, which is also distinctive and world class, calls for new behaviours, systems and skills. What is it that sets some companies apart from the rest? At one level it’s about creating and sustaining the right strategies, developing a vision for your business and measuring the real costs of service quality. At another level it’s about the practical ways of inspiring your people, rewarding the right behaviours and encouraging ownership and risk

Who should attend?

Managers, Team and Project Leaders, Individuals

Duration

2 days

What the programme will cover

The business case for service

Challenging systems, processes and procedures

The influence of behaviour on a service culture

Attitude and skill

A selection of practical service quality tools to turn intention into action

Measuring the ‘hard’ and ‘soft’ aspects of service

Service guarantees

Developing and sustaining a culture in which service quality can flourish

What is achieved?

As a result of this workshop, individuals will have practical tools to:-

Build strategies and systems for improving service quality delivery

Define the needs and wants of customers and other stakeholders

Help everyone understand their role in exceeding customers’ expectations

Build individuals’ confidence so that they are ready to take ownership, responsibility and risk